Service Level Agreement
Last updated: September 27, 2026
This Service Level Agreement describes the availability commitment and service credit remedy for active TokenUity subscribers.
1. Service Commitment
This Service Level Agreement describes the Platform operator's commitment to availability for active subscribers during the subscription term (or, for Agentic plan organizations, during an active timed session window as described in the Terms of Service). The operator takes unified, single vendor ownership of the Platform's availability, including the application and the underlying hosting, authentication, and delivery infrastructure it relies on. The operator does not disclaim availability by attributing downtime to a third party platform provider; the operator is your single point of accountability for uptime and is your sole counterparty for service credit remedies under this SLA.
2. Uptime Target
The Platform targets a monthly service availability of 99.9%. Availability is measured across the application's serving endpoints and includes all infrastructure the operator uses to deliver the service, regardless of whether that infrastructure is operated by the operator or by a subprocessor. Only scheduled maintenance (Section 3) and the renarrowed exclusions in Section 4 are excluded from the availability calculation. Availability is measured and evidenced on the Platform's Service Status page, which performs live endpoint reachability probes and is backed by a passive external uptime monitor (UptimeRobot) operating at a five minute interval; the monitor runs without alert emails, and status is reviewed on demand.
3. Scheduled Maintenance
The operator may perform scheduled maintenance. Where reasonably possible, scheduled maintenance is performed during a published low usage window with advance notice to active subscribers. Scheduled maintenance counts against the monthly availability calculation unless advance notice is given and the maintenance is performed during such a low usage window. Emergency maintenance may be performed without advance notice when needed to protect security or availability and counts against availability unless it resolves an issue that would itself be excluded under Section 4.
4. Exclusions (Renarrowed)
The uptime target does not apply to downtime caused solely by: (a) force majeure events (war, terrorism, civil unrest, natural disaster, or governmental action); (b) issues on your side of the connection, including your credentials, your configuration, your local network or device, or your browser environment; or (c) your unauthorized or abusive use of the Platform. The operator does not exclude downtime caused by the failure, outage, or degradation of its hosting, authentication, payment, or delivery infrastructure, whether operated by the operator or by a subprocessor: the operator owns that availability under this SLA. Your Sync Vault is end to end encrypted under a passphrase that never leaves your device, and your org shared labor vault is end to end encrypted under an admin shared passphrase; an inability to access your Sync Vault contents because you have lost your vault passphrase, or an inability to access your org's labor figures because the shared admin passphrase has been lost, is not a Platform availability failure and is not covered by this SLA. A lost Sync Vault passphrase is addressed by the vault reset mechanism in the Terms of Service; a lost org shared labor passphrase is addressed by the dual control re key mechanism, which requires a second organization administrator's approval before the shared passphrase and salt are rotated. This exclusion is limited to your end to end encrypted Sync Vault and org shared labor vault; it does not apply to server side data (saved calculation records and aggregate metrics), which remains accessible through normal authentication and is not passphrase gated.
5. Service Credits
If monthly availability falls below 99.9%, eligible subscribers may request a service credit equal to 5% of the monthly subscription fees for the affected month; below 99.0%, 10%; below 95.0%, 25%. Service credits are applied to a future billing period upon request and are the sole financial remedy for availability failures. For Agentic plan organizations, which have no monthly subscription fee, the service credit is calculated against the fees paid for the active timed session window in which the availability failure occurred (5% below 99.9%, 10% below 99.0%, 25% below 95.0%), and is applied as a credit toward a future session purchase upon request.
6. Incident Notification & Reporting
The operator maintains a Service Status page evidencing live endpoint reachability and external uptime monitoring. Upon confirmation of a service impacting incident, the operator will post the incident to the Service Status page and notify affected organization administrators within seventy two (72) hours of confirmation, providing sufficient detail for affected subscribers to assess impact; for a confirmed personal data breach, this notification supports Customer's own breach notification obligations under the Data Processing Agreement. Report availability issues through the support channel provided in your account settings, including the affected time and a description. The operator will use reasonable efforts to restore service promptly.
7. Remediation Limits
Service credits are the exclusive remedy for failure to meet the uptime target and do not apply to excluded causes. Repeated availability failures may, at your option, permit termination of your subscription as provided in the Terms.
8. Changes
We may update this SLA from time to time. Material changes will be reflected by the “Last updated” date and, where required, communicated to registered users.